May 18th, 2017
Revdex.com
Attn: [redacted] 330 North Wabash Ave., Ste 2006
Chicago, IL 60611
Our File No: [redacted] Revdex.com File No: [redacted] Via website: Website
Dear Ms. [redacted]
Thank you for contacting Sears Home Improvement Products (SHIP)...
regarding your inquiry concerning the above-referenced file. We appreciate the opportunity to address the customer’s concern. SHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliate. We are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner.
I spoke to Mr. [redacted] and asked for him to provide a copy of the statement that shows when he was allegedly charged 2 times. Mr. [redacted] has failed to send a copy of the documents. Our record reflects only the one charge on 4/19/17 and no other. The reason for the charge was because the labor warranty that would have covered the service call expired 3/21/16. Mr. [redacted] had the water heater service call over a year after the warranty expired. SHIP apologizes for any inconvenience he may have experienced.
At this time, we respectfully request that you close your file. On behalf of SHIP please know that we value Mr. [redacted] as a customer and apologize for any frustrations or inconveniences he may have experienced. If you have any questions or concerns, please contact me at [redacted] or via email at [redacted]
Sincerely,
[redacted] SHIP/HI Regulatory Complaint Specialist
cc: [redacted]
August 3, 2017
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Antoinette J. B[redacted] Dear Ms. V[redacted] We have completed the investigation of Ms. B[redacted]...
complaint regarding her washer. As clarification, our return policy is valid for 30 days from the date of purchase and once that time period has passed, the manufacturer’s warranty would apply. This washer was purchased in November and as such, repair would be the only recourse at this time. Unfortunately, it is not always possible to properly diagnose an issue as some failures can have several possible causes. However, our technician was able to consult with our Strategic Technical Assistance Center while he was at Ms. B[redacted] home on July 20, 2017 and he found that her electric outlet was causing the issue. It needed to be rewired. In light of the aforementioned information, we have closed our file. We apologize to Ms. B[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, T[redacted] S[redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: 11777562
I am rejecting this response because:Sears technician been to my home at least five times,he would order different parts to try to fix my air compressor.I would receive parts from pump to bolts and screws to a switch and a motor which he knocked the power out in my shed. He has order another motor which is sitting in my shed. He have admitted to that he doesn't know what he is doing. That's when I realize Mr. Gary is wasting my time and his. I call Sears asking them to send another technician out to my home and I was told by Jennifer Jastrowski he's the only technician they have, I can't believe large as Sears are that's the only technician they have. That's all I ask of Sears is to send another technician to my home not Mr.Gary to fix my compressor. Why do Sear keep sending him out here to more damage to my compressor. This is why I refuse him,because he told me himself he doesn't know what's wrong with it. He would practically spend half the day with me trying to work on it, to no avail.
Sincerely,
Willie [redacted]
March 11, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding Sears Optical. First, we would like to apologize to [redacted]...
and her son, [redacted], for failing their expectations in regard to recently purchased eyeglasses. Additionally, we would like to assure [redacted] that we appreciate her valuable feedback, as we do not take these matters lightly and we sincerely regret any inconvenience we may have caused her and her son. In accordance with [redacted] request, Sears Optical has agreed to replace [redacted] frames. Once the new frames arrive, the [redacted] will be contacted to return to the store to complete the swap. Since we are providing [redacted] with her requested resolution, we ask that this matter be closed. Again, we apologize to [redacted] and her son, [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
Initial Business Response /* (1000, 5, 2015/06/30) */
June 30, 2014
Revdex.com
Attn: [redacted]
330 North Wabash Ave., Ste 2006
Chicago, IL XXXXX
Our File No: XXXXXXXX
Revdex.com Case #: XXXXXXXX
Via: Revdex.com Website
Dear Ms. [redacted]
Thank you for contacting Sears Home...
Improvement Products (SHIP) regarding your inquiry concerning the above-referenced file. We appreciate the opportunity to address the customer's concern. SHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliate. We are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner.
Pursuant to Mr. [redacted]'s request, we have issued request for his refund. The refund will be applied to the [redacted] e[redacted] card the member used to pay for the diagnostic charge of $74.28. I have confirmed with Mr. [redacted] that the refund resolves the matter for him.
At this time, we respectfully request that you close your file. On behalf of SHIP please know that we value Mr. [redacted] as a customer and apologize for any frustrations or inconveniences he may have experienced. If you have any questions or concerns, please contact me at XXX-XXX-XXXX x 5415, or via email at [redacted]@searshomepro.com.
Sincerely,
[redacted]
SHIP/HI Regulatory Complaint Specialist
cc: [redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/07/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
It has been resolved, sears people were very professional and I am completely satisfied.
Complaint: [redacted]
I am rejecting this response because: It is not a fair assesment of the problem. I kept the oil changed and all maintenance done. Up until this happened, there was not a problem.
Sincerely,
James C[redacted]
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted] – Lydia [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]’ complaint regarding her refrigerator...
performance.
We have reviewed Ms. [redacted]’ service history and our records show that her refrigerator was replaced on 8/28/16 under salescheck# 093220795234. We apologize for the poor customer service that Ms. [redacted] received when calling in for repair and we are working to improve our service. We have forwarded Ms. [redacted]’ concerns to management so that issues such as these do not occur again in the future. That being said, because we have addressed Ms. [redacted]’ complaint, we respectfully request this complaint be closed.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. and Mrs. [redacted] complaint regarding a refrigerator purchased from Sears. [redacted]...
[redacted] Sears Home Delivery, Customer Advocate provided the following response: On June 27, 2016, Sears Home Delivcery completed an exchange and Mrs. [redacted] recevied her her new [redacted] Elite refrigerator. After the exchange was completed I contacted and spoke with Mrs. [redacted] who informed me that the exchange was taken care of and she was very happy. I have provided a copy of the exchange sales check to the [redacted] for record keeping purposes. If I can be of any other assistance to Mr. and Mrs. [redacted], I can be reached at [redacted] At this time since we have noted the completion of the exchange of Mr. and Mrs. [redacted] refrigerator, we ask that this complaint be closed. We apologize to Mr. and Mrs. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # 11757789 - Russell D. [redacted] Dear Ms. [redacted]: We have completed our investigation of Mr. [redacted]’s complaint for his mower. Our research shows that Mr. [redacted]’s mower...
housing rusted through causing the wheel assembly to fall off. It appears that the mower was not properly stored during the off season and therefore possibly exposed to the elements which would cause rusting on the housing. This is seen as customer misuse and is therefore not covered under his service agreement. It is also important to note that the services in 2014 were found to be necessary due to improper regular maintenance as we had to clean the carburetor as well as replace the air filter and a spark plug. We suggest Mr. [redacted] read his owner’s manual regarding the manufactures recommended basic maintenance schedule as well as the proper storage. Since we have explained why Mr. [redacted] does not qualify for a replacement under the terms and conditions of the Master Protection Agreement we have closed his case. We apologize to Mr. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Vanessa L. [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L.[redacted]@searshc.com
September 13, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms[redacted] We have completed the investigation of Mr. [redacted] complaint regarding his online order experience...
and request for a full refund. As clarification, our online website hosts other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options online. We offer our own merchandise as well as choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search. It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by Sears. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website. With that said, our records indicate that Mr. Murphy placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In Mr. [redacted] case, the order was fulfilled by [redacted] Email: [redacted] and telephone number [redacted] We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Mr. [redacted] records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, pop-up texts, and links to third party sites. We are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked site. The display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content therein. IN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE. Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policies. If you are purchasing an item from a third party merchant, please see the third party merchant's page for details. After reviewing the notes in the order, we found that a full refund of $97.70 was issued on September 9, 2016, and $12.97 was credited on September 12, 2016. In closure, since we have confirmed that a full refund has been provided, we respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Complaint: [redacted]
I am rejecting this response because: I will contact the Office of the [redacted] Division for the state of Texas so they can look into my complaint
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. I have received an e-mail from Sears informing me that they will provide me with return shipping label. I do not have original box for the chairs as they fell apart when opening the box originally. I will provide a sturdy box for shipping. I do wan to note that these chairs were not exposed to any harsh weather at all- one night light showers- that's all it took for paint to bubble and peel off. sears site still sells these chairs with same "complaints" in reviews. thank you for your assistance in this matter.I will be satisfied as long as I will get full refund for these chairs after I have shipped them back. Sincerely,
[redacted]
February 22, 2018[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: [redacted] – Bernadette D[redacted] Dear Ms. [redacted]We have completed the investigation of Ms. D[redacted] complaint regarding the fridge she purchased on October 1, 2017.After reviewing Ms....
D[redacted] complaint and our records, we were able to confirm that Ms. D[redacted] agreed on the offer of ordering a set of door bins due to arriving with cosmetic damage. We contacted our parts department and confirmed that an order of door bins were mailed out to Ms. D[redacted] on November 12, 2017. We reached to Ms. D[redacted] via email on February 21, 2018 and were informed that she has yet to receive the needed door bins. At this time, a new order for a set of door bins was processed and completed for Ms. D[redacted] In addition, we issued a $50.00 gift card via [redacted] We ask Ms. D[redacted] to allow 7-14 business days for the parts and gift card to arrive. Since we have ordered a new set of door bins for Ms. D[redacted] and courtesy compensation was provided, we have closed our files.We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Ema C[redacted]Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: [redacted]F: [redacted]imx integrated member experience
May 26, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear Ms[redacted] We have completed the investigation of Mr. [redacted] complaint regarding his online order experience and...
non-receipt of a refund for a tool that was never received. It is unfortunate that we failed Mr. [redacted] expectations as we value his patronage. We can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in the order, we found that Sears Online issued a full refund of $8.64 in the form of a mail bank check on May 9, 2017. The check normally takes 7 to 10 business days to receive in the mail. Additionally, we hope that in the future Mr. [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation upon. In the interim, since a refund has been provided we have noted Mr. [redacted] concerns and respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept this as the business returned my money. HOWEVER, I do not understand why Ms [redacted]s continues to lie. The management at Sears who handled my case admitted there was an 'unusual glitch' in which my information was never transmitted and recorded properly on the Sears computer system which caused the problems. For Ms [redacted]s to publish a letter stating it is MY fault for not doing what I was supposed to do is frankly disgusting to me and should be an embarrassment to her and to Sears. Appalling behavior once again from this company.
August 9, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Dianne E. [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her recent online order...
and request for a refund. It is unfortunate that we failed Ms. [redacted] expectations and we can understand her frustrations with the series of events noted in her complaint. We can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in the order, we show that Sears Online indicated there was a delay with receiving gift cards. However, the system shows that the replacement Kmart Gift Card has been processed which will be shipped by mail. Additionally, we hope that in the future Ms. [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation upon. In the interim, we have noted Ms. [redacted] concerns and respectfully ask to have this matter closed, pending her receipt of the gift card. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Eligia Colburn Regulatory Complaint Specialist Sears Holdings Corporation
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – Boris [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted] complaint regarding the refund owed for his...
pump.
Upon receiving Mr. [redacted] complaint, we researched his records and show that Mr. [redacted] was previously working with our Customer Solutions team who processed a refund in the amount of $1,900.00 under salescheck# 099119000744 in the form of a bank check which will be received in 7-10 business days. That being said, because we have provided Mr. [redacted] with his requested resolution, we respectfully request this complaint be closed.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
September 7, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #[redacted] Chicago, IL 60611 Re: [redacted] – Maria [redacted] Dear Ms. [redacted], We have completed the investigation of M[redacted]’s complaint regarding her online order experience and...
request for a replacement or refund. It is unfortunate that we failed M[redacted]’s expectations and we can understand her frustration with the series of events noted in her complaint. We can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. Our records show that the total for this order was $51.84 minus a $5.00 discount. After reviewing the notes in the order we found that Sears Online issued a full refund back to the same form of payment used at the time of purchase. Accordingly, a refund of $46.84 was credited back to M[redacted]’s Shop Your Way Reward account ending in 9649 on August 3, 2016. Additionally, we hope that in the future M[redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation upon. In the interim, we have noted M[redacted]’s concerns and respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
February 9, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have reviewed Ms. [redacted] rebuttal complaint regarding her return and non-receipt of a refund. As clarification, Ms. [redacted] was able to provide a tracking number on February 3, 2016, which confirms the order was returned. As such, a refund was processed accordingly on February 5, 2016. For Ms. [redacted] records the refund receipt number is [redacted] Ms. [redacted] credit of $49.63 should post to her account within 3 to 5 business days from the 5th. However, each financial institution may have their own processing guidelines. Since a refund has been provided, we respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Complaint: [redacted]
I am rejecting this response because: clearly on your website it says "Market Place Guarantee" - which from your response you are just covering your rear and there is no such policy. I highly suggest taking that off your website as it is very misleading. I will never use any product that has to do with Sears, and will make sure my thousands of clients hear my bad experience via social media. No need to reply for I am done with Sears Holdings. Easy to see why you are slowing going out of business.
Sincerely,
[redacted]
May 18th, 2017
Revdex.com
Attn: [redacted] 330 North Wabash Ave., Ste 2006
Chicago, IL 60611
Our File No: [redacted] Revdex.com File No: [redacted] Via website: Website
Dear Ms. [redacted]
Thank you for contacting Sears Home Improvement Products (SHIP)...
regarding your inquiry concerning the above-referenced file. We appreciate the opportunity to address the customer’s concern. SHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliate. We are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner.
I spoke to Mr. [redacted] and asked for him to provide a copy of the statement that shows when he was allegedly charged 2 times. Mr. [redacted] has failed to send a copy of the documents. Our record reflects only the one charge on 4/19/17 and no other. The reason for the charge was because the labor warranty that would have covered the service call expired 3/21/16. Mr. [redacted] had the water heater service call over a year after the warranty expired. SHIP apologizes for any inconvenience he may have experienced.
At this time, we respectfully request that you close your file. On behalf of SHIP please know that we value Mr. [redacted] as a customer and apologize for any frustrations or inconveniences he may have experienced. If you have any questions or concerns, please contact me at [redacted] or via email at [redacted]
Sincerely,
[redacted] SHIP/HI Regulatory Complaint Specialist
cc: [redacted]
August 3, 2017
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Antoinette J. B[redacted] Dear Ms. V[redacted] We have completed the investigation of Ms. B[redacted]...
complaint regarding her washer. As clarification, our return policy is valid for 30 days from the date of purchase and once that time period has passed, the manufacturer’s warranty would apply. This washer was purchased in November and as such, repair would be the only recourse at this time. Unfortunately, it is not always possible to properly diagnose an issue as some failures can have several possible causes. However, our technician was able to consult with our Strategic Technical Assistance Center while he was at Ms. B[redacted] home on July 20, 2017 and he found that her electric outlet was causing the issue. It needed to be rewired. In light of the aforementioned information, we have closed our file. We apologize to Ms. B[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, T[redacted] S[redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: 11777562
I am rejecting this response because:Sears technician been to my home at least five times,he would order different parts to try to fix my air compressor.I would receive parts from pump to bolts and screws to a switch and a motor which he knocked the power out in my shed. He has order another motor which is sitting in my shed. He have admitted to that he doesn't know what he is doing. That's when I realize Mr. Gary is wasting my time and his. I call Sears asking them to send another technician out to my home and I was told by Jennifer Jastrowski he's the only technician they have, I can't believe large as Sears are that's the only technician they have. That's all I ask of Sears is to send another technician to my home not Mr.Gary to fix my compressor. Why do Sear keep sending him out here to more damage to my compressor. This is why I refuse him,because he told me himself he doesn't know what's wrong with it. He would practically spend half the day with me trying to work on it, to no avail.
Sincerely,
Willie [redacted]
March 11, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding Sears Optical. First, we would like to apologize to [redacted]...
and her son, [redacted], for failing their expectations in regard to recently purchased eyeglasses. Additionally, we would like to assure [redacted] that we appreciate her valuable feedback, as we do not take these matters lightly and we sincerely regret any inconvenience we may have caused her and her son. In accordance with [redacted] request, Sears Optical has agreed to replace [redacted] frames. Once the new frames arrive, the [redacted] will be contacted to return to the store to complete the swap. Since we are providing [redacted] with her requested resolution, we ask that this matter be closed. Again, we apologize to [redacted] and her son, [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
Initial Business Response /* (1000, 5, 2015/06/30) */
June 30, 2014
Revdex.com
Attn: [redacted]
330 North Wabash Ave., Ste 2006
Chicago, IL XXXXX
Our File No: XXXXXXXX
Revdex.com Case #: XXXXXXXX
Via: Revdex.com Website
Dear Ms. [redacted]
Thank you for contacting Sears Home...
Improvement Products (SHIP) regarding your inquiry concerning the above-referenced file. We appreciate the opportunity to address the customer's concern. SHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliate. We are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner.
Pursuant to Mr. [redacted]'s request, we have issued request for his refund. The refund will be applied to the [redacted] e[redacted] card the member used to pay for the diagnostic charge of $74.28. I have confirmed with Mr. [redacted] that the refund resolves the matter for him.
At this time, we respectfully request that you close your file. On behalf of SHIP please know that we value Mr. [redacted] as a customer and apologize for any frustrations or inconveniences he may have experienced. If you have any questions or concerns, please contact me at XXX-XXX-XXXX x 5415, or via email at [redacted]@searshomepro.com.
Sincerely,
[redacted]
SHIP/HI Regulatory Complaint Specialist
cc: [redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/07/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
It has been resolved, sears people were very professional and I am completely satisfied.
Complaint: [redacted]
I am rejecting this response because: It is not a fair assesment of the problem. I kept the oil changed and all maintenance done. Up until this happened, there was not a problem.
Sincerely,
James C[redacted]
September 9, 2016
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted] – Lydia [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]’ complaint regarding her refrigerator...
performance.
We have reviewed Ms. [redacted]’ service history and our records show that her refrigerator was replaced on 8/28/16 under salescheck# 093220795234. We apologize for the poor customer service that Ms. [redacted] received when calling in for repair and we are working to improve our service. We have forwarded Ms. [redacted]’ concerns to management so that issues such as these do not occur again in the future. That being said, because we have addressed Ms. [redacted]’ complaint, we respectfully request this complaint be closed.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Erica [redacted]
Regulatory Complaints Specialist
[redacted]-[redacted]-[redacted]
Erica.[redacted]@searshc.com
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. and Mrs. [redacted] complaint regarding a refrigerator purchased from Sears. [redacted]...
[redacted] Sears Home Delivery, Customer Advocate provided the following response: On June 27, 2016, Sears Home Delivcery completed an exchange and Mrs. [redacted] recevied her her new [redacted] Elite refrigerator. After the exchange was completed I contacted and spoke with Mrs. [redacted] who informed me that the exchange was taken care of and she was very happy. I have provided a copy of the exchange sales check to the [redacted] for record keeping purposes. If I can be of any other assistance to Mr. and Mrs. [redacted], I can be reached at [redacted] At this time since we have noted the completion of the exchange of Mr. and Mrs. [redacted] refrigerator, we ask that this complaint be closed. We apologize to Mr. and Mrs. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # 11757789 - Russell D. [redacted] Dear Ms. [redacted]: We have completed our investigation of Mr. [redacted]’s complaint for his mower. Our research shows that Mr. [redacted]’s mower...
housing rusted through causing the wheel assembly to fall off. It appears that the mower was not properly stored during the off season and therefore possibly exposed to the elements which would cause rusting on the housing. This is seen as customer misuse and is therefore not covered under his service agreement. It is also important to note that the services in 2014 were found to be necessary due to improper regular maintenance as we had to clean the carburetor as well as replace the air filter and a spark plug. We suggest Mr. [redacted] read his owner’s manual regarding the manufactures recommended basic maintenance schedule as well as the proper storage. Since we have explained why Mr. [redacted] does not qualify for a replacement under the terms and conditions of the Master Protection Agreement we have closed his case. We apologize to Mr. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Vanessa L. [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L.[redacted]@searshc.com
September 13, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms[redacted] We have completed the investigation of Mr. [redacted] complaint regarding his online order experience...
and request for a full refund. As clarification, our online website hosts other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options online. We offer our own merchandise as well as choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search. It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by Sears. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website. With that said, our records indicate that Mr. Murphy placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In Mr. [redacted] case, the order was fulfilled by [redacted] Email: [redacted] and telephone number [redacted] We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Mr. [redacted] records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, pop-up texts, and links to third party sites. We are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked site. The display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content therein. IN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE. Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policies. If you are purchasing an item from a third party merchant, please see the third party merchant's page for details. After reviewing the notes in the order, we found that a full refund of $97.70 was issued on September 9, 2016, and $12.97 was credited on September 12, 2016. In closure, since we have confirmed that a full refund has been provided, we respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Complaint: [redacted]
I am rejecting this response because: I will contact the Office of the [redacted] Division for the state of Texas so they can look into my complaint
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. I have received an e-mail from Sears informing me that they will provide me with return shipping label. I do not have original box for the chairs as they fell apart when opening the box originally. I will provide a sturdy box for shipping. I do wan to note that these chairs were not exposed to any harsh weather at all- one night light showers- that's all it took for paint to bubble and peel off. sears site still sells these chairs with same "complaints" in reviews. thank you for your assistance in this matter.I will be satisfied as long as I will get full refund for these chairs after I have shipped them back. Sincerely,
[redacted]
February 22, 2018[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: [redacted] – Bernadette D[redacted] Dear Ms. [redacted]We have completed the investigation of Ms. D[redacted] complaint regarding the fridge she purchased on October 1, 2017.After reviewing Ms....
D[redacted] complaint and our records, we were able to confirm that Ms. D[redacted] agreed on the offer of ordering a set of door bins due to arriving with cosmetic damage. We contacted our parts department and confirmed that an order of door bins were mailed out to Ms. D[redacted] on November 12, 2017. We reached to Ms. D[redacted] via email on February 21, 2018 and were informed that she has yet to receive the needed door bins. At this time, a new order for a set of door bins was processed and completed for Ms. D[redacted] In addition, we issued a $50.00 gift card via [redacted] We ask Ms. D[redacted] to allow 7-14 business days for the parts and gift card to arrive. Since we have ordered a new set of door bins for Ms. D[redacted] and courtesy compensation was provided, we have closed our files.We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Ema C[redacted]Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: [redacted]F: [redacted]imx integrated member experience
May 26, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear Ms[redacted] We have completed the investigation of Mr. [redacted] complaint regarding his online order experience and...
non-receipt of a refund for a tool that was never received. It is unfortunate that we failed Mr. [redacted] expectations as we value his patronage. We can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in the order, we found that Sears Online issued a full refund of $8.64 in the form of a mail bank check on May 9, 2017. The check normally takes 7 to 10 business days to receive in the mail. Additionally, we hope that in the future Mr. [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation upon. In the interim, since a refund has been provided we have noted Mr. [redacted] concerns and respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept this as the business returned my money. HOWEVER, I do not understand why Ms [redacted]s continues to lie. The management at Sears who handled my case admitted there was an 'unusual glitch' in which my information was never transmitted and recorded properly on the Sears computer system which caused the problems. For Ms [redacted]s to publish a letter stating it is MY fault for not doing what I was supposed to do is frankly disgusting to me and should be an embarrassment to her and to Sears. Appalling behavior once again from this company.
August 9, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Dianne E. [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her recent online order...
and request for a refund. It is unfortunate that we failed Ms. [redacted] expectations and we can understand her frustrations with the series of events noted in her complaint. We can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in the order, we show that Sears Online indicated there was a delay with receiving gift cards. However, the system shows that the replacement Kmart Gift Card has been processed which will be shipped by mail. Additionally, we hope that in the future Ms. [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation upon. In the interim, we have noted Ms. [redacted] concerns and respectfully ask to have this matter closed, pending her receipt of the gift card. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Eligia Colburn Regulatory Complaint Specialist Sears Holdings Corporation
August 12, 2016
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – Boris [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted] complaint regarding the refund owed for his...
pump.
Upon receiving Mr. [redacted] complaint, we researched his records and show that Mr. [redacted] was previously working with our Customer Solutions team who processed a refund in the amount of $1,900.00 under salescheck# 099119000744 in the form of a bank check which will be received in 7-10 business days. That being said, because we have provided Mr. [redacted] with his requested resolution, we respectfully request this complaint be closed.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Erica [redacted]
Regulatory Complaints Specialist
[redacted]
[redacted]@searshc.com
September 7, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #[redacted] Chicago, IL 60611 Re: [redacted] – Maria [redacted] Dear Ms. [redacted], We have completed the investigation of M[redacted]’s complaint regarding her online order experience and...
request for a replacement or refund. It is unfortunate that we failed M[redacted]’s expectations and we can understand her frustration with the series of events noted in her complaint. We can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. Our records show that the total for this order was $51.84 minus a $5.00 discount. After reviewing the notes in the order we found that Sears Online issued a full refund back to the same form of payment used at the time of purchase. Accordingly, a refund of $46.84 was credited back to M[redacted]’s Shop Your Way Reward account ending in 9649 on August 3, 2016. Additionally, we hope that in the future M[redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation upon. In the interim, we have noted M[redacted]’s concerns and respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
February 9, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have reviewed Ms. [redacted] rebuttal complaint regarding her return and non-receipt of a refund. As clarification, Ms. [redacted] was able to provide a tracking number on February 3, 2016, which confirms the order was returned. As such, a refund was processed accordingly on February 5, 2016. For Ms. [redacted] records the refund receipt number is [redacted] Ms. [redacted] credit of $49.63 should post to her account within 3 to 5 business days from the 5th. However, each financial institution may have their own processing guidelines. Since a refund has been provided, we respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Complaint: [redacted]
I am rejecting this response because: clearly on your website it says "Market Place Guarantee" - which from your response you are just covering your rear and there is no such policy. I highly suggest taking that off your website as it is very misleading. I will never use any product that has to do with Sears, and will make sure my thousands of clients hear my bad experience via social media. No need to reply for I am done with Sears Holdings. Easy to see why you are slowing going out of business.
Sincerely,
[redacted]